Sr Manager Contact Center AI and Automation

Authority Brands; Atlanta (GA); On-site; USD 140,000 - 180,000; Full time

Benefits offered by this job

Full benefits package

PTO and paid holidays

401(k)

Job summary

Authority Brands is seeking a hands-on Senior Manager, Contact Center AI & Automation to own the design and deployment of AI virtual agents across voice and digital journeys. You will lead conversations, integrate with CCaaS and CRM systems, and drive measurable improvements in autonomous resolution while safeguarding privacy and brand standards.

You will collaborate with Technology, Data, Operations, Legal, Privacy, Security, and brand teams, delivering scalable production solutions and

Qualifications

• 5+ years in contact center or CX tech with AI/automation experience.
• Experience delivering voice and digital virtual agents end-to-end.
• Ability to translate business needs into technical/conversational designs.
• Strong vendor and implementation management skills.
• Knowledge of data privacy, security, and compliance.

Responsibilities

• Own implementation of voice and digital AI virtual agents from use-case to production.
• Manage external AI and contact center technology vendors and SLAs.
• Design conversations, intents, prompts, and knowledge content.
• Coordinate integrations with CCaaS, telephony, CRM, APIs, and analytics.
• Build test strategies and acceptance criteria for model quality and security.
• Establish release, monitoring, and change-control practices with partners.
• Measure key metrics like containment, completion, escalation, and CSAT.
• Analyze data to improve prompts, flows, and model performance.
• Maintain responsible AI controls for privacy, security, and compliance.

Skills

Conversation design

Natural-language understanding

Large language models

Prompt design

Vendor management

Analytics & KPI tracking

Change leadership

Communication with executives

Education

Bachelor's degree in business, tech, engineering, data or related field

Tools

CCaaS

CRM

APIs

Analytics platforms

Job description

Authority Brands Inc. is a leading provider of home services, building brands that support the success of our franchisees, as well as bettering the lives of the homeowners we serve and the people we employ.

The Senior Manager, Contact Center AI & Automation reports to the Vice President, Call Center and owns execution and implementation of AI virtual agents across voice and digital customer journeys. Working closely with external technology vendors and internal Technology, Data, Operations, Legal, Privacy, Security, and brand teams, this role turns priority use cases into reliable, scalable production solutions.

This is a hands-on delivery role for an experienced virtual-agent leader. The successful candidate combines conversation design, technical integration, vendor management, testing, analytics, and change leadership to increase autonomous resolution while protecting customer experience, data, and brand standards.

Key Responsibilities

• Own implementation of voice and digital AI virtual agents from use-case definition and vendor configuration through integration, testing, launch, and optimization.
• Manage external AI and contact center technology vendors, including plans, deliverables, dependencies, service levels, issue resolution, and implementation quality.
• Design virtual-agent conversations, intents, prompts, business rules, knowledge content, authentication, transactions, and escalation paths that produce accurate and natural customer experiences.
• Coordinate integrations with CCaaS, telephony, CRM, scheduling, payment, knowledge, analytics, and other back-end platforms.
• Build test strategies and acceptance criteria covering functionality, model quality, safety, latency, accessibility, security, compliance, and seamless transfer to human agents.
• Establish release, monitoring, incident, and change-control practices with vendors and internal partners to support stable production operations.
• Measure containment, autonomous resolution, task completion, escalation, abandonment, conversion, customer satisfaction, accuracy, latency, and cost per interaction.
• Analyze conversation data, failure modes, customer feedback, and agent escalations to improve prompts, flows, knowledge, integrations, and model performance.
• Maintain responsible AI controls for privacy, security, transparency, testing, documentation, human oversight, and regulatory compliance.
• Create implementation roadmaps, status reporting, decision materials, playbooks, and launch communications for executives, brands, operations teams, and support partners.

Qualifications

• 5+ years of contact center experience, including implementing conversational AI, contact center automation, or related customer-experience technology, with extensive direct experience delivering voice and digital virtual agents.
• Demonstrated ownership of multiple virtual-agent implementations from discovery and design through integration, testing, production launch, and continuous optimization.
• Deep knowledge of conversation design, natural-language understanding, large language models, retrieval and knowledge grounding, prompt design, context management, and human escalation.
• Experience integrating virtual agents with CCaaS, telephony, CRM, APIs, authentication, knowledge bases, analytics, and transactional systems.
• Strong vendor and implementation management experience, including requirements, statements of work, delivery plans, acceptance criteria, risks, and performance management.
• Proficiency with virtual-agent analytics, model evaluation, test automation, conversation review, and KPI-driven optimization.
• Working knowledge of responsible AI, data privacy, information security, model risk, accessibility, compliance, and production monitoring.
• Ability to translate business requirements into technical and conversational designs and communicate clearly with executives, operators, engineers, and vendors.
• Contact center, franchise, multi-brand, home services, or consumer services experience preferred.
• Bachelor’s degree in business, technology, engineering, data, or a related field required; equivalent relevant experience may be considered.

We believe our greatest assets are our employees, we offer competitive salaries and a full benefits package to include, PTO, paid holidays, 401(k) and more.

Authority Brands Inc. conducts drug screens and background checks on applicants who accept employment offers. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions however we do not sponsor Visa’s at this time.

Authority Brands Inc. is an Equal Opportunity Employer